Job Overview

Our client is on the lookout for an enthusiastic Customer Success Representative to enhance their Customer Success Team. This role is perfect for those who excel in solving problems, delighting customers, and thrive in a lean yet effective team environment. If you are passionate about customer service and eager to contribute to a growing company, they would love to hear from you! You will be a key player in maintaining high satisfaction levels and ensuring the customer journey is seamless from order entry to final delivery.

Client Overview

Our client is a growing US-based company (with a focus on the custom printing and e-commerce industry) that prides itself on high-quality service and communication excellence. They operate in a fast-paced environment where every customer interaction is an opportunity to build brand loyalty. The team is data-driven and results-oriented, valuing transparency and proactive problem-solving.

Schedule

• Monday - Friday, 9:00 AM - 6:00 PM ET, with 1 hour unpaid break (40 work hours per week)

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Responsibilities Inquiry & Order Management

• Inquiry Resolution: Handle high-volume customer inquiries regarding order status, pricing, delivery timelines, and product defects.
• Order Lifecycle Support: Provide end-to-end management, including manual order entry, helping customers navigate the checkout process, and providing real-time shipment updates.
• Documentation: Ensure all customer interactions and order modifications are accurately logged within the company's systems.

Customer Experience & Resolution

• Escalation Mitigation: Proactively manage the customer journey to exceed expectations and identify potential issues before they escalate.
• Complaint Handling: Address product complaints effectively, coordinating with production or shipping teams to ensure a satisfactory resolution for the client.
• Omnichannel Communication: Deliver high-quality solutions across email, chat, and phone, maintaining a professional and helpful tone at all times.

Performance & Collaboration

• Goal Achievement: Consistently meet or exceed 100% of service goals and KPIs as defined by management.
• Continuous Improvement: Actively participate in team meetings, offering feedback and creative ideas to enhance overall customer satisfaction.
• Multitasking: Demonstrate meticulous attention to detail while managing multiple live support tickets simultaneously.

Requirements

• 2–3 years of experience in a customer success or high-volume service role.
• Communication: Exceptional proficiency in written and spoken English.
• Detail-Oriented: A meticulous approach to data entry and order processing.
• Metrics-Driven: Proven experience working in an environment where performance is measured by KPIs.
• Problem-Solving: Strong competence in addressing issues independently and preventing escalations.
• Tech Savvy: Familiarity with Google Suite products.
• Sales Mindset: A sales-oriented approach to customer service, looking for opportunities to add value to every interaction.

Qualifications

• Experience with Zendesk, RingCentral, or Olark (Preferred).
• Background in the custom printing industry (Highly Regarded).
• Previous experience in E-commerce sales support (Preferred).

Side Note

This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Reminder

Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions with all requirements fulfilled will receive priority review.